Dear ClarissaThank you for your review. Unfortunately due to the unexpected nature of your mum's passing, the police were called and we were prevented from preparing the room for your arrival.  We are also not allowed to be involved in the clearing of her private possessions but I understand that teas were offered.  I do accept that during our investigation we found confidence gaps in our staff offering emotional intelligence, empathy and compassion and these specific staff have now been trained further in these areas.  We always attend our Resident's funerals but on this occasion we were not invited.  I am sorry that you feel our services were not at their usual high standard and hope these explanations assist you in your grief processing.  Your mum was a pivotal member of our Greys family and was loved by all and is missed by all.